Customer service Team leader - Nutun RX

Trending Talent Solutions; Johannesburg; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Trending Talent Solutions seeks a Customer Service Team Leader to build a high-performance culture within a fast-paced support team. The role involves coaching, training, and guiding staff to meet service excellence goals while handling escalations and analytics.International shift requirements and 7-day operations may apply.

The ideal candidate will have 3+ years in customer service, at least 1 year in a supervisory role, and strong MS Office/Google Suite skills.

Qualifications

• 3+ years’ experience in a customer service contact centre environment.
• At least 1 year in a team leader or supervisory role.
• Proficiency in MS Office and Google Suite.
• Own vehicle is preferred due to international shift requirements and 7-day operations.

Responsibilities

• Provide supervisory support and coordinate daily operations of the customer service team.
• Drive overall team performance and manage service delivery processes end to end.
• Monitor productivity, service levels, and key performance metrics to ensure targets are met.
• Generate performance and operational reports for leadership insights.
• Lead onboarding, training, and coaching of new and existing team members.
• Motivate the team and manage attrition proactively.
• Monitor live interactions and provide constructive feedback.
• Deliver one-on-one coaching to improve performance.
• Lead root cause analysis initiatives and identify recurring issues.
• Oversee knowledge base maintenance and support documentation.
• Govern quality assurance frameworks to ensure adherence to standards.
• Collaborate with product and technical stakeholders to resolve issues.

Skills

Customer service

Team leadership

MS Office

Google Suite

Education

Diploma/Degree in related field

Tools

MS Excel

PowerPoint

Job description

The Customer Service Team Leader is responsible for creating and maintaining a high-performance culture within the customer support team. This role requires a dynamic and proactive leader who can inspire, motivate, and guide team members to meet service excellence goals in a fast-paced environment. The role involves multitasking between answering queries, conducting team meetings, coaching, training, and being a supportive presence on the floor.

Minimum requirements (Qualifications and Experience)

• Grade 12/ Matric.
• A Diploma or Degree in a related field is advantageous.
• Minimum 3+ years’ experience in a customer service contact centre environment.
• At least 1 year in a team leader or supervisory role within a performance-driven environment.
• Proficiency in MS Office (Excel, Word, PowerPoint) and Google Suite.
• Strong product knowledge and systems competency.
• Own vehicle is preferred due to international shift requirements and 7-day operations.
• Must have experience working international shifts from South Africa with schedule flexibility
• Experience validating and governing AI-generated customer responses.
• Experience working within AI-assisted customer support environments.
• Experience within high-volume product support or technology support environments.
• Experience managing escalations, second-tier support operations, or technical support functions.
• Experience within high-volume product support or technology support environments.

Key Responsibilities

• Provide supervisory support and coordinate daily operations of the customer service team.
• Drive overall team performance and manage service delivery processes end to end.
• Monitor productivity, service levels, and key performance metrics to ensure targets are met.
• Generate performance and operational reports for leadership insights.
• Analyse calls and data to enhance service delivery and process efficiency.
• Lead onboarding, training, and coaching of new and existing team members.
• Motivate the team, encourage high engagement, and manage attrition proactively.
• Monitor live interactions and provide constructive feedback where needed.
• Deliver one-on-one coaching sessions to improve individual and team performance.
• Support seamless integration of new hires onto the floor.
• Interact with clients and stakeholders as required (daily, weekly, monthly).
• Ensure compliance with all internal procedures, customer service standards, and information security requirements.
• Assist with data collection and reporting for audits.
• Lead performance, skill development, and team culture initiatives to promote growth and innovation.
• Conduct regular team meetings with recorded outcomes and follow-up actions
• Lead root cause analysis initiatives and identify recurring customer issues and support trends.
• Oversee maintenance and continuous improvement of knowledge base content, macros, canned responses, and support documentation.
• Oversee maintenance and continuous improvement of knowledge base content, macros, canned responses, and support documentation.
• Oversee support operations relating to billing, refunds, VAT, tax compliance, account access, phone verification, and privacy requests.
• Drive trend reporting and provide operational recommendations based on recurring support issues and customer feedback.
• Govern quality assurance frameworks to ensure adherence to support standards and resolution requirements.
• Collaborate with product and technical stakeholders to resolve complex customer issues and drive operational improvements.
• Strong ability to compile, manage, and interpret data with attention to detail and confidentiality.
• Excellent reporting skills using MS Office and Google Suite tools.
• Competence in quality assurance and coaching methodologies.
• Research skills to find, organize, and present relevant customer service information.
• Skilled in listening and reviewing call recordings to identify service gaps.
• Ability to analyze efficiency metrics such as First Contact Resolution, CSAT, AHT, and Utilization.
• Data-driven decision-making and support performance analysis capability.
• Ability to identify support trends and convert insights into operational improvements.
• Strong root cause analysis and investigative troubleshooting skills.
• Ability to oversee multiple support platforms and concurrent operational workflows.
• Knowledge of AI-assisted customer support methodologies and governance frameworks.